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Before I get started, I’d like to introduce myself. My name is Ryan Quinn, and recently, I took on the role of VP of Consumer Products at Rooster Teeth. I am extremely excited to join the family here and look forward to what we will be able to create in the future!

I wanted to write this post in response to some of the issues we experienced over the holiday season. Since we are a growing company, we are constantly looking at best ways to scale and meet all of your needs throughout the process. Unfortunately, we experienced a few issues that started during our big Extra Life weekend and continued throughout the holiday season. You’ve read Barbara’s and Chelsea’s posts over the holidays addressing some of the issues, but I’d like to further explain what exactly occurred.

We saw such great support for Extra Life that we had to go back and place additional orders for products to keep up with the extra demand. This caused a major back up for our third party warehouse going into Black Friday and Cyber Monday. Once we went into the last week of November, we were having issues getting accurate inventory reports from the warehouse. These two issues started compounding the problem, and we were experiencing many instances of packages taking a few weeks to even get out of the warehouse. Unfortunately, once we understood the extent of these issues, it was too late to remedy them. We were all working around the clock to do everything in our power to work on customer service issues, work with our third party warehouse, and make sure things were running smoothly; but we fell short of what our goal was and did not provide the service to you that we were hoping for.

In the coming months, we are going to be making some changes to ensure that we plan better and avoid a similar situation at all costs. As we make changes, we will be more vocal and transparent as to what they are. The first things we are doing immediately are to make changes around pre-selling items and stock issues. If we ever have to pre-sell an item again (like the extra life pin) we will communicate pre-sales more clearly so you know when you can expect your item. We are also going to put in a more extensive buffer on inventory. Since the warehouse does not update us fast enough on inventory levels, we will put aside enough to cover any large sell-through rates.

With all that being said, we are still extremely proud of the team that worked so hard to get everything out this season. We issued over 100,000 orders throughout the season and experienced issues with items being out of stock or major issues on only 2% of the orders. We also got through 12,900 customer service tickets as we were getting through the issues.

As of this afternoon, the customer care team has responded to nearly all of the tickets. We recognize that some of you are still having issues with your orders. All remaining open tickets, where either the team has been waiting for a response from you, or you have been waiting for a response from us, will continue to be worked on through the next couple of days.

Lastly, for the people we have identified as having orders shipped with missing items, we are going to refund you for any item not received; additionally, we’re going to give you a $25 coupon to buy a shirt on us. For those of you who placed your order by the holiday cut off (read here for more info) and didn’t received your order by the holiday, we will refund you for the shipping and give you a $25 coupon.

As I’m just getting to know the community, I am amazed by how supportive and excited everyone is to be part of the Rooster Teeth family. Thank you so much for your patience and we absolutely appreciate your understanding.

so why can I not get customer service to answer my question?? I just received a damaged limited edition T-shirt and I would like to have it replaced before you run out of them like the jacket I received wrong size and now it’s too late to get it replaced..the shirt isn’t even out of the package

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SeanAMFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
GrumpyOldMan

3 months ago

Dude, that sucks, but its been my recent experience that even if customer service responded they wouldn't answer the question asked. They would however close the ticket and pat themselves on the back.

25th Jan - "For lost or stolen items you must file a claim, I also advise going through customs regarding your order as all of the items have already shipped from our warehouse." (Ticket once again market as solved - ABSOLUTELY not solved)

So I was told by customer service to wait until January, then told "Yeah, try do something your end"

This is awful customer service. Not only the time frame for responses but neither reply actually solved the problem yet were market as solved. This has been an issue for far too long. Almost every single time I contact customer service I get short, unhelpful and sometimes rude and tickets are ALWAYS marked as solved when they're not.

EDIT: I contacted DHL customer support around the same time as I got my response from the RT Store customer support (around 11.35pm my time) They responded at 9.30am this morning - customer service opens at 8am so it took less that 2 hours. The told me it had been passed on to Royal Mail who had failed to deliver it (probably happening during the Christmas rush) and because they don't hold packages forever have already sent it back to the sender. They did something that the RT Store support never did, they apologised. Their reply was informative, polite and, very importantly, prompt.

So now that I know my Extra Life shirt is no longer here, what am I supposed to do? Can I get a replacement? I doubt it because it's a limited print shirt. So I guess I'm screwed.

+3 Ditto

luckyminaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
luckymina

3 months ago

ditto, waited want waited getting cookie cutter replies from customer service my ticket was always marked as solved, 2 months later I'm told oops we cant make extra life shirts anymore cause we didn't order enough but we might be able to one off print but not in the size you ordered 2 months ago, we can print it on a different size i say OK 5 days pass i get an email saying my order is refunded I still dont know if my shirt is coming

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LessaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

3 months ago

Has anyone had any progress getting a shipping refund for stuff not delivered in time?

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mulberryflowerFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
Maddie

3 months ago

I finally got a response -- 15 days after I submitted the ticket. I had two questions: one regarding a defective product I received before Christmas, and another about the First5 coupon code not working. I was told in the message to "contact customer service next time I try using the code" and the ticket was marked as resolved, even though NEITHER of my problems were actually solved or even addressed in any way

+1 Ditto

SeanAMFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
GrumpyOldMan

4 months ago

Has there been any update on the coupons or responding to tickets regarding Extra Life merch? My ticket is at 11 days with no response.

+1 Ditto

r_quinnyFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Sorry this still hasn't been resolved, we'll have @Chelsea DM you directly

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SeanAMFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
GrumpyOldMan

3 months ago

So I ordered 2 Extra Life shirts, a 2XL for me and a women's Large for my wife. I received; my 2XL and a unisex XL.

Once the store finally got back to me (18 days after I sent in the 1st ticket), their fix was to resend the women's Large (thank you) and refund the men's 2XL (thank you?) because it is no longer in stock. The refund hasn't hit my account, so I'm assuming they aren't giving me the refund had processed before (or didn't listen when) I told them it wasn't needed, as the 2XL was what was ordered & delivered, but that's just a guess as the ticket was closed and I've not heard back.

No word on what I'm supposed to do with the XL

So net win for me, 3 shirts for the price of 1, I guess?

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luckyminaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
luckymina

4 months ago

still haven't got an email about my extra life shirt..... still haven't got the shirt. my order every time i email about it gets marked as resolved before i ever get an answer.

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r_quinnyFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

luckyminaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
luckymina

3 months ago

I just got an email, and it is super upsetting as I can no longer receive my item I waited 3 months for

"I just checked your order and it looks like Special Edition 2017 Extra Life Tee is out of stock and we will not be re-stocking at this time." I took the cancellation of other parts of the order because i was assured my Extra life items where coming I waited because I was assured my Extra life items where coming. I am super upset I dont even have words

+2 Ditto

luckyminaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
luckymina

3 months ago

AANNNDDD even after getting directly DM it looks like my order was refunded

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LessaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

3 months ago

That's not fair :( Have you sent Jack a Tweet? I'm pretty sure he'd be real unhappy that people cared enough to support Extra Life and then didn't get what they ordered. At all.

I left a comment last week about not getting shirts I ordered in november until after Christmas

I did get a message from Chelsea and I let her know what happened but I haven't heard back yet

Just wondering if I can get an idea when to expect a reply

+2 Ditto

mulberryflowerFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
Maddie

4 months ago

Thank you so much for the update! I submitted a customer service request last Monday or Tuesday about a damaged product I received right before Christmas -- I don't want to trouble you folks again if you're still working through all of the requests, but I was hoping it didn't just get lost in the shuffle. Should I open another ticket?

@r_quinny I had my Extra Life order cancelled, Chelsea is looking into why my tee ordered Nov 4 never happened can find out why when extra items were requested for the Extra Life 2017 my order was still cancelled?

jockcoFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

I imagine you will have to email them or contact them another way. Check the store for contact info

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shoefaceFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Welcome Ryan! You've set your self a mission but looks like you've already identified what needs to change! Good statement dear lad. You'll do well. "Gan Canny" as we say in the North of England (be great).

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TristanW007FIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

its understandable including everybody wanting stuff for the holidays happy new year and keep up the great work

I reached out to support twice because I never got the enamel pins from my June or July RT Double gold boxes :( The second time someone replied asking me about which ones, but marked my ticket as solved before I could respond. I ended up just giving up, seems like a lot of work for a couple pins.

+1 Ditto

SeaHutchFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Best of luck to you, dude! You're coming in with a lot of responsibilities and a lot of angry people, but I know you can keep your cool and help everyone who needs it.

+0 Flamebait

AquariusDCFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

So I place and order on 11/27/17. That were supposed to be in stock. After a weeks my order was on pending decided to contact customer care to see what the F. Was going on, no answer for couple weeks, once I got through to the they said the 1 of the shirts I order was out of stock. They gave me some options, so I went with cancell and refund what was out of stock and ship every thing else, now over a month later my order still pending. Try to contact them multiple times with no answer. I just send another 1 today to refund my money if there not going to send my stuff, don' know if thell anwer that one. If any one here can help that would be great.

+1 Ditto

kingofanime117FIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Glad to have you as part of the RT family! Hope your stay here is awesome!

MiziaraFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

I sent a ticket 4 days ago, no reply yet :(

+2 Ditto

Utukku232FIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
Utukku232

4 months ago

Same issue here, I even followed up to see it was over looked or something. Second time this happened this month. Both times were issues related to the RT Boxes not shipping.

+1 Ditto

XCSquire23FIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Should I open a new ticket if the problem hasn't been addressed in two weeks? I don't want to clutter up the system if you're still getting to them

+6 Ditto

rhinjobFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

When are you going to expand the product catalogue of the international stores? So many items are just not sold outside of the USA.

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MarklandsFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

I ordered Christmas presents for my children in late November. Even living in Canada I received my order quicker than I expected. Unfortunately there was an issue with the order and I received the wrong item. I contacted RT through their web chat and was given AMAZING customer service. They sent me out what I ordered and told me to keep what as sent by mistake and I still got it beforehand Christmas. I will definitely order again.

+0 Flamebait

EliteIzzyFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
Sass Master

4 months ago

So should people waiting for a refund on shipping costs expect a DM on the RT site or be notified via email, or nether and just the refund to be pushed through? Also is there an estimated date for this happening?

+3 Ditto

EliteIzzyFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
Sass Master

4 months ago

It's been over a week with no response and no set time for a refund. Not feeling overly confident with the proposed changes...

+1 Ditto

ShannonxRussellFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Great work to the team! I understand that mistakes happens; but as a company you learn from it and grow! Keep up the great work and communication! <3 Cheers to the new year!

I ordered on December 7 and I had been talking via email ever since with Customer Care employees. They all guarantee that my order will ship soon. Today I was informed that I was getting a refund for two items that are currently not in stock. It is sad and angering since I have been waiting over a month for these items and they obviously were in stock when I placed the order. Is there a way I can still receive all my items?

+3 Ditto

alexskylineFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
Sasha

4 months ago

I placed an order on November 11th that shipped in two parts (a poster tube and a package). I have received the posters on December 26th; the other package is still missing. I've contacted DHL and my local postal service several times and they could not locate it. I've submitted a support ticket about a refund/resend, and haven't received a reply. Could I get some assistance with that?

+3 Ditto

TenaciousPODFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

While I appreciate this post, my much bigger concern and reservation about ordering from RT isn't the problems with the 3rd party warehouse. It's all the problems people are posting about with customer service. I've had things go wrong ordering from other websites like Amazon, it happens, things show up late, things get lost, wrong items get shipped. The big difference is that with one phone call I've managed to fix the situation every time. People are posting horror stories of month long email chains that lead to nowhere until someone from the company in the comment section replies. I don't want to worry that if something understandably goes wrong with my order, that I'm gonna have to argue with someone for a month to get it fixed.

+15 Ditto

charlieboy808FIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

I would like to point out that expectation is just a point of view. Many companies have set the bar for shipping expectations to an all time high. This is great and all in a world where eCommerce is thriving and people are able to sell their own products without the need for a physical store. However, you are not Amazon, Wal-Mart, eBay, and the like. They have thousands of employees just for shipping. What you all did, especially for charity, should be proud. I for one didn't order much from the RT Store this past year (hoping to save up for a house) but if I did, know that this community; myself included, is in full support of all the effort that the RT Staff has done. Keep up the good work and another successful year in 2018.

-2 Ditto

deliala919FIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
fuck

my biggest question is that i ordered some pjs near the end of October and never got them. Am i ever gonna get them?

+3 Ditto

r_quinnyFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

we'll have @Chelsea DM you directly to find your CS ticket and help you with your order!

+1 Cool

LessaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Does this apply to international orders as well? Will customer service contact us or do we need to contact them? (and are they aware of this or are they just going to close the tickets with no response?)I ordered on the 24th of November and didn't get my order until January 4th.

+2 Ditto

r_quinnyFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Yes, it applies to international orders as well. There was a different cut off date for international orders. We will DM you in a few. Thank you for your patience and I'm so sorry for your delayed shipment

I did order two shirts in early November and only received them yesterday

Not sure if I'm eligible for a coupon and not sure what to do regarding it

+2 Ditto

r_quinnyFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Yes, that is well before the cut off date. We are working to get a final list of all orders that qualify for the coupon. Our target is to get the list complete next week but we will DM you shortly to follow up.

+1 Cool

Count3DFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
Site Admin

4 months ago

Thank you for your journal explaining the situation, Ryan. Welcome to the Rooster Teeth family.

+3 Cool

borisof007FIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
HR Manager, Engineering

4 months ago

Ahhh count3d! :D

+0 Cool

aluna1092FIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Don't have any issues but, I do have an vision fro some RT Polo shirts kinda like a dry fit shirt from nike or under armor? that way you can show off your RT style while golfing or just out at a collared shirt only event. LOL anyways I thought it'd be cool.

+0 Cool

luckyminaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
luckymina

4 months ago

You may want to reword some of your automatic reply's as your " 8 hour" response time is non-existent, it takes days and the messages get lost. Also, what of the Extra life merch? my order is still sitting at "waiting for stock" will these get filled? my ticket I sent in a few days ago hasn't been answered. Lets see if i take out the critical though and see if i get an answer lol it looks as everyone around me got a reply except the ones that criticized it. Good to know that's how you deal with things.

+5 Ditto

DannyKen88FIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Since my original order was placed on Black Friday and I didn't receive it before Christmas, will I be eligible for a coupon? If so do I have to contact someone about it, or is it automatically distributed?

No mods

r_quinnyFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

It will be automatically distributed. We are working onto list right now and will have it out by next week.

+1 Cool

borisof007FIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
HR Manager, Engineering

4 months ago

Love this post! Excellent, clear communication. More of it :D

+3 Ditto

ChelseaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
RT Community Manager

4 months ago

That's our goal! More of it, throughout all of 2018 - not just Store-related, too!

I submitted one about changing my shipping address, since I was going off of previous purchases and assumed it'd be sent out while I was still at my parent's for winter break. Now that I'm back at my house, I sent a ticket in to have the address changed since my order was still pending at the time.

The reply I got back was "Oh, your Geoff shirt is sold out, don't worry, we'll send the rest of your order now. This ticket is resolved."

Now the rest of my order is being sent to the wrong address still, and I have yet to get another reply.

+3 Ditto

ChelseaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
RT Community Manager

4 months ago

@Chinote - I'm sorry that you had that experience. I'll be DM'ing you directly to look further into your order and see what I can do about your addresses.

-1 Cool

REDbentFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
redbent

Asked this two days ago and didn't get an answer even though the comment after mine did, so I'll ask again:

Do people (who ordered before the cut offs) who got part of their order before Christmas, but the rest of the order wasn't shipped out until after Christmas (Ie, the main gift part), qualify for getting this coupon? (Although I assume not, since I already received a refund on shipping, but no coupon)

And if so, how do we get it? Do we need to contact support? Is there already a list of those affected who will get coupons/refunds?

Also, if you KNEW there were issues back at the end of November, why still push for the sales in mid December, and promising Christmas delivery, even in email replies from the support team? Why have someone make a journal guaranteeing Chrismtas delivery, too? It definitely sounds like that could fall under false advertising...

+6 Ditto

r_quinnyFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

We will DM you shortly to look into this

+0 Cool

Drunk_zombi3FIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Do you have to communicate with the support team to get the shipping refund and the coupon?

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r_quinnyFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

No, we are putting together the list based on the cut off dates.

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ChelseaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
RT Community Manager

REDbentFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
redbent

4 months ago

Thank you - BTW I love How I got down voted to oblivion on reddit for calling this issue on Babs post.

-6 Flamebait

wylie16FIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Will be notified somehow if we're getting a refund? I put in my order on Extra Life and only received one thing from an order of 6 items. The five other items finally shipped on December 28th and are still yet to received. Totally understand the issues, but still disappointed though

+4 Ditto

ChelseaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
RT Community Manager

4 months ago

@wylie16 - You will be notified! I'll also follow up directly with you to make sure it's all taken care of.

No mods

LadyHayleyFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Came here to ask the same thing. My order came in like three parts, the last of which only arrived this past weekend.

No mods

mqtvFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

I'm glad this is happening, but doesn't really cure the disappointment felt. I spend the whole holiday period super excited about having a full set of RT Family drink-ware (I ordered Cow Chop sili-pint, RT craft beer glass, RT mug and Cow Chop hip flask).

I placed an order on 13/12/17, and decided to check the status earlier this week.

I then found out my order had been pending all this time, because 2 of the items (RT Mug and RT Craft Beer Glass, which i was super excited for) were out of stock. Now, was anyone going to contact me and tell me about this? Who knows. I had to contact Customer Support after tracking the order myself after a 3 week wait.

I contacted Customer Support asking when my order will be shipped.

Reply #1: I was refunded for the items that are now out of stock, no answer about shipping

Reply #2 (after they marked the ticket as closed and I emailed again): I was told I'd get an email when my order ships. I know I will, but it's been 3+ weeks and I want to know when.

Reply #3 (after the marked the ticket as closed, again): I am still waiting for a response, again asking for approximate ship date as it has been almost 4 weeks.

I want to keep throwing out that RT love but my experience with the store has been disastrous.

+3 Ditto

mangomutFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Same dude, I ordered a funhaus beanie on the 5th of November and over a month later on my second ticket did they inform me on how they will not be making more, and i have not received the refund for it over a week later

No mods

r_quinnyFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

I'm so sorry for your experience. We are working hard to make sure that we drastically improve the store experience going forward. We'll have @Chelsea DM you directly!

No mods

ChelseaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
RT Community Manager

4 months ago

@mqtv and @mangomut - I'll be DM'ing you directly to look into your orders and make sure you're all taken care of to the best of my ability.

What about Double Gold members who's November box has still not arrived despite it being January? Will we be receiving any sort of compensation? I've contacted support three times now (once at the beginning of December, once towards the end of December and again two days ago) and still haven't gotten a response. Also, instead of a community news post, sending out an email about all these issues would've been better.

+9 Ditto

ChelseaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
RT Community Manager

4 months ago

@DreamingJay - if you still haven't received your November Box, it may have gotten lost in transit. I'll follow up with you directly.

No mods

ChaoticNiteFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

And I guess those who ended up canceling our orders because of lack of response and knew it wasn't going to be until after Christmas are shit out of luck? Because I needed an order originally adjusted got a shitty scripted response that didn't help to the point of canceling and making a new order of just what I needed.

+3 Ditto

CrazelCatFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

Ugh, same here. Made an order in August and got sick of waiting a few days before Christmas. Got a refund, after a couple of messages from me, but I'm still disappointed about it.

No mods

LadyAmberSkyeFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold

4 months ago

How are we getting this coupon? I ordered Nov 9th and didn't receive anything until January. I finally had to track it down and it still took weeks to be corrected.

+5 Ditto

ChelseaFIRST Member Star(s)Indication of membership status - One star is a FIRST member, two stars is Double Gold
RT Community Manager

4 months ago

@LadyAmberSkye - we do have a list we're working through, but I'll also follow up directly with you to make sure!